In the quest for business vitality in 2012, knowledge is most certainly power. It is easy to merely fire fight when horizons are reduced by the macro-environmental changes relating to technological advances, globalisation or significant economic pressure. The decisions taken now are likely to determine the relevance of our organisations in a transforming world so it is crucial to explore the implications of the changes we are experiencing.

It is within this context that CCA can help by driving an agenda which supports critical organisational decisions by providing current and dynamic research to our members. Our research agenda for 2012 tackles head on some of these issues and the culmination of the work of this year will be the launch of an overarching futures report at Convention 2012. Throughout the year we will provide extensive whitepapers, case studies, expert interviews, as well as input and commentary from CCA’s unique resources which include specialist advisors, members of Industry Council, Customer Experience Council, Research Council and Supplier Council.  These materials will be delivered in multiple media modes including print documents, webinars and online blogs on the CCA Learning Zone which is being developed throughout 2012 to provide unlimited access to research and information for CCA members. We continue to value the contribution of our members and to ensure our research agenda and offerings are relevant, useful and in the most practical format, so please do not hesitate to contact us with any suggestions.

We will also continue to support and develop best practice through our Excellence Awards and CCA Global Standard©. The CCA Global Standard© training accreditation model was created by working in partnership with some of the UK’s largest contact centre operators. Having this unique insight into how big brands deliver customer service ensures that CCA Global Standard© will continually evolve to lead the delivery of excellent customer service in today’s customer contact centres. Please contact the CCA team to find out more regarding accreditation. The CCA’s peer reviewed Excellence Awards are highly respected and sought-after accolades. The judging panel includes professionals from all sectors and senior executives with wide-ranging experience in customer contact. The Awards programme for 2012 will be opening on 1st February 2012. Please contact us for more information.

All of these activities are further underlined by prospects for our members to network effectively at regular face-to-face as well as virtual meetings which provide opportunities for sharing best practice and knowledge transfer. The most notable of these is Convention 2012 , the 18th Annual Global Customer Convention to be held on the 6th and 7th November in Glasgow which promises to build on the success on 2011. 

We are committed more than ever to supporting our member organisations during 2012 and believe that our planned programme of activities provides unrivalled insights as well as the mechanisms to implement change successfully. We very much look forward to working with all of our members throughout 2012.